Free Net Promoter Score (NPS) Calculator

What is a Net Promoter Score (NPS)?

Net Promoter Score is a customer loyalty metric that measures how likely people are to recommend your product or service. It’s based on responses to a simple question:

"On a scale of 0–10, how likely are you to recommend us to a friend or colleague?"

• Promoters (9–10): Loyal enthusiasts who fuel growth.
• Passives (7–8): Satisfied but unenthusiastic customers.
• Detractors (0–6): Unhappy customers who can damage your brand through negative word-of-mouth.

Here’s how NPS is calculated:

NPS = (% of Promoters – % of Detractors)

The final score ranges from -100 to +100.

For example:
If you have 100 total respondents —

• 60 Promoters
• 20 Passives
• 20 Detractors

Then,

• % Promoters = 60%
• % Detractors = 20%

NPS = 60 - 20 = 40

What are the benefits of calculating NPS score in your organization?

1. Gain a clear understanding of customer loyalty

NPS is one of the most reliable indicators of how loyal and satisfied your customers are. By asking customers how likely they are to recommend your business, you get a direct measure of their emotional connection to your brand. 

This allows you to distinguish between promoters, passives, and detractors—each group offering a different level of engagement and risk.

2. Identify areas for improvement in customer experience

Detractors often provide valuable insights into what's not working. Their low scores usually reflect pain points in your product, service delivery, or support systems. 

By analyzing their feedback, you can prioritize fixes that have the biggest impact on customer satisfaction and reduce friction in the user journey.

3. Improve customer retention and reduce churn

When you track NPS regularly, it becomes easier to spot changes in customer sentiment. A declining NPS is often a sign that churn may increase. 

Acting quickly on NPS feedback enables you to reach out to dissatisfied customers before they leave, creating opportunities to turn negative experiences into loyalty-building interactions.

4. Make data-driven business decisions

NPS gives you a clear and quantifiable view of customer sentiment. This helps prioritize resources and investments where they will make the most difference— whether it’s enhancing product features, streamlining onboarding, or strengthening support.

5. Align your organization around customer-centric goals

NPS is simple, easy to understand, and can be shared across teams. 

It helps create a unified view of customer health and promotes collaboration across departments like marketing, customer service, product, and leadership to drive meaningful improvements.

6. Benchmark your performance against competitors

Since many companies across industries use NPS, it offers a useful way to benchmark your performance. 

You can compare your score with industry standards to understand your market position and set realistic performance targets.

7. Predict future growth through customer advocacy

Promoters—those who rate you 9 or 10—are more likely to refer new customers, give positive reviews, and remain loyal over time. 

A high NPS score often signals strong future growth, driven by word-of-mouth marketing and customer referrals.